Contact Centre Relief Team Leader

**Flexible, motivated and looking for the next step in your career?**:
**‘Do your thing’ as a Relief Team Leader**:
We have an exciting opportunity available for an energetic and dynamic Relief Team Leader to develop and lead our high performing teams within Lending and Wealth. Come make your next career move with us

In this role, you’ll be providing important coverage to an existing Team Leader due to planned or unplanned leave and will be responsible for up to 18 Customer Care Specialists, ensuring team engagement and delivery of operational objectives. Outside of providing coverage, you’ll be performing coaching and support duties to our teams that require additional assistance.

We’ll also give you the right training and support to ensure you are set up for success

We are looking for someone that can coach, develop and motivate a team, as well as manage escalated client issues to ensure the delivery of an exceptional Customer Experience. Additionally, you’ll have the opportunity to expand your career with ING while driving customer centric outcomes in a fantastic team

You’ll be required to work a fully rotational roster between **8am to 8pm Monday to Friday with the occasional weekend shift,** in line with the current business hours of the Team Leader who is going on leave.

**What are you going to do? You will be**
- Coaching and leading the team to exceed service and sales targets, along with achieving exceptional quality assurance results.
- Driving motivation and engagement, and fostering an environment of strong teamwork.
- Contribute to Contact Centre success - involvement and support in change management across the Contact Centre.
- Working with a variety of ING business units to proactively identify and address issues that affect call volumes in the contact centre.
- Provide support to colleagues and create a “one centre vision.”
- Ensure proper handover from and to existing leaders prior to and at completion of relief.

**What are we looking for? Someone who has**
- Demonstrated experience leading, coaching and/or influencing a positive team culture within a Contact Centre environment.
- Experience in lending, particularly within mortgages.
- Coached and developed individuals into high performers.
- A high level of self-awareness and emotional intelligence.
- Excellent communication and presentation skills (written and verbal).
- Exposure to workforce planning systems and processes.

**What are the benefits for you?**
- Penalty rates for eligible shifts.
- Parental Leave of up to 14 weeks paid leave for eligible employees.
- Potential to earn an extra week of leave
- Annual rest day
- Encouraged work/life balance, with a flexible combination of work from home and work in office
- Open and dynamic team environment
- Employee Wellbeing Program so that you can be your “Best You”
- Free onsite parking

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

Sound like the kind of place you’d feel at home? We’d love to hear from you.